Contact

Customer Service Representative

Hello, my name is Verena.

How can I help you?

You can reach me by email at: info@buyastar.co.uk




Frequently Asked Questions (FAQ)


How long will delivery take? When will my package arrive?

You will receive the PDF file within a few minutes after receipt of payment. We ship all physical orders from the previous day from Monday to Friday. The delivery times for different countries can be found here: Delivery times.The goods are shipped from Germany. Please note that shipping cannot take place on public holidays. Extraordinary events (e.g. weather conditions, pandemics, etc.) or customs problems can affect delivery times.

Parcels to United Kingdom:

The delivery time is 4-5 business days on average. With FedEx Express 1-2 business days. Shipments can be tracked electronically using the tracking number you receive from us. Deliveries to the United Kingdom may be subject to customs duties, which customs will collect directly from the customer.

Parcels to Ireland:

The delivery time is usually 5-8 business days on average. With FedEx Express 1-2 business days. If you have booked a shipment without tracking, unfortunately we cannot tell you where your package is during the shipping period. For shipments with tracking, you will find the link to your package in the shipping confirmation.

How do I receive my PDF?

Immediately after your order you will receive our order confirmation. In this you will find your personal PDF for previewing your documents. The order confirmation should reach you within a few minutes. If this is not the case, please check your spam folder.

Where is the star name registered?

Once you have received the shipping confirmation, you can call up your star naming in the international Starling Star Registry. You can find your personal registration number on the certificate for your star naming.

Can the star naming package be delivered via "Express" delivery service?

Yes, you can choose delivery with FedEx Express for an additional charge. Your star naming will then be processed with priority on the next working day and will leave our shipping point on the same day. Delivery will then take place within 1-2 working days. If you live in a remote region, the delivery can take two to three working days in exceptional cases. Deliveries with FedEx Express are made exclusively on weekdays from Monday to Friday. Extraordinary events (e.g. weather conditions, pandemics, etc.) may affect delivery times. Unfortunately, we have no control over this.

For deliveries with FedEx, it is imperative that you are at home when the delivery is made. If you are not at home on the intended delivery day, please contact FedEx for an alternative delivery location!

With which shipping service providers will my order be delivered?

Parcels to United Kingdom:

We can ship your shipment with regular mail, DHL or FedEx Express. For delivery to the United Kingdom, regular mail will be handed over to Royal Mail and DHL shipments to Parcel Force at the international distribution center.

Parcels to Ireland:

We can ship your shipment via regular post, DHL or FedEx Express. For delivery to Ireland, regular post and DHL shipments will be handed over to An Post at the international distribution center.

How can I track my parcel?

You will receive the link along with the shipping confirmation if you have booked a parcel with tracking. This link will be updated continuously.

As soon as your package, which has been sent by post or DHL, leaves Germany, you can also track them with the foreign logistics service provider. To do this, please click on the button "Shipment tracking in foreign countries" in the shipment tracking. If you have any problems with this, please contact our customer service.

My shipment tracking does not work. What can I do?

The shipments are picked up from us every weekday. Tracking starts as soon as the packages reach the first shipping center in the late afternoon. If the shipment tracking still does not work the following day, please contact our customer service.

What happens, if I am not at home when the delivery is made?

Our delivery partners typically make at least one delivery attempt at the recipient's address. If delivery is unsuccessful, the shipment can be picked up at a branch or from a neighbor. In both cases, you should be informed of the whereabouts of your shipment by post via our delivery partner. If you have received a tracking number from us, you can also track your shipment electronically.

For deliveries with FedEx, it is imperative that you are at home when the delivery is made. If you are not at home on the intended delivery day, please contact FedEx for an alternative delivery location!

I would like to make the star baptism as a gift. Will there be an invoice included in the package?

Since our products are very often sent as gifts, we generally do not enclose an invoice with the packages.You will only receive the invoice electronically. So that the recipient knows who the package came from, you can add an individual greeting card to your package via our "Extras" website (already included in the Deluxe Package).

I would like to give a voucher as a present. Is this possible?

Yes, of course it is possible. We will send the voucher in a professional design to your email address the next working day. You can then enter the printed discount code in the shopping cart. The voucher is not tied to the selected product. The recipient can also choose another product on our website and will then have the voucher amount credited to the shopping cart.

Can I buy a star on account or pay cash on delivery?

Yes, ordering on account is possible. We work together with the financial service provider Klarna for a purchase on account. As soon as we have shipped your order, you will receive an invoice from Klarna by email. You can then pay directly to Klarna. Unfortunately, we no longer offer cash on delivery.

Can I also order as a business customer?

Yes, that is possible. For billing reasons, please indicate that you are a "business customer" in the checkout. If you wish, that we ship your order to the European customs area outside of Germany, please keep your VAT Number ready. Please note that the prices on our website are gross prices. If your order is eligible for a net invoice, the net prices will be show to you after you have entered your VAT Number in the order overview at the end of your order.

Discounts are possible for orders of ten or more star names. Please contact b2b@venturebase.de for this.

What is the "date of naming" of a star?

For some products it is possible to assign the naming date of a star. This date can be both in the future and in the past. For example, it can be a date of birth of a person, an anniversary, or any other date you want.

I have not received an order confirmation. Have you received my order?

Please check the spam folder in your email inbox first. The order confirmation may have been routed there. It is also possible that there is a typo in the email address provided. Send us an email with as much information about your order as possible. We can then send you the order confirmation again.

I made a mistake when typing the name / date / dedication / delivery address. Can I change anything in my order after it has been placed?

Please always check your order confirmation! All the information you have provided is summarized there. In case of change requests, please contact our customer service immediately by e-mail. Prompt change requests before printing or shipping of your package are possible without any issues. After that, unfortunately, change requests can only be carried out for a processing fee of 15 £ plus shipping costs.

Can I cancel my order?

Star naming products are excluded from the right of withdrawal, because they are personalized products.

My parcel was damaged when it arrived. What can I do?

Despite the fact that we take great care to protect your goods, damages may occur in some cases due to transport. In this case, please contact our customer service and provide them with the relevant photos and your order number.

If the strips of the aluminum frame have pushed apart, you can push them back to their original position with a little pressure. The high-quality bolting of the frame yields slightly in the event of heavy impacts during transport in order to prevent the strips from breaking.

How do I reach customer service?

You can reach the customer service at info@buyastar.co.uk. On working days you will always receive a response to your request within 24 hours.

How can I find my star?

´╗┐You can find your personal registration in our international Starling Star Registry - one of the largest star registries in Europe. You can easily access your registration via the link in our dispatch confirmation or via the QR code on your certificate. Alternatively, you can also enter your individual registration number, which you will find on your certificate, manually. With the help of our web app, you can now try to find the corresponding star in the night sky.

Some of our star naming packages include a star map and instructions, which you can also use to find your star manually. However, it is possible that your constellation is not visible at the moment. Not every constellation is visible at all times of the year and from everywhere on Earth. If you have any questions about the visibility of a particular constellation, please contact our customer service.

Is the star name scientifically recognised?

Stars have been renamed again and again over the millennia and unfortunately there is no unified scientific directory. However, astronomical star catalogs do exist, such as the Hipparcos (HIP) catalog and the Henry-Draper (HD) catalog. However, in both catalogs the stars are named only by numbers and the naming has, just like your personal star naming, only a purely symbolic meaning. Our service is to create an unforgettable gift package for the recipient, which emphasizes the uniqueness of a person. In addition, since there are many providers of star names in the world, it is unfortunately also impossible to guarantee that a star, no matter how small, will be named only once in the world. Competitors claiming the opposite and speaking of an official star naming are not to be trusted.